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A service level agreement (SLA) is a contract between a service provider (either internal or external) and the end user that defines the level of service expected from the service provider. SLAs are output-based in that their purpose is specifically to define what the customer will receive. SLAs do not define how the service itself is provided or delivered. The SLA an Internet Service Provider (ISP) will provide its customers is a basic example of an SLA from an external service provider.

SLA
stands for Service Level Agreement. Basically, an SLA is the minimum level of service that a carrier will deliver to you per your agreement. It is not a guarantee or an assurance that you will get that service. It means that when the service dips below that level, you can open a repair ticket. And when you collect enough of those, you can battle your way out of the service contract.
What about credits, you ask? Usually you have to catch your carrier breaking the SLA, report it to the carrier, collect a repair ticket, then submit the repair ticket for credit. How much credit? One day's billing. To put that into perspective: on a $900 per month service that is $30 per day. You will certainly spend more than one hour trying to collect that $30! I know some of you will say that it is the principle. Sure. But reality is that for your business to continue unabated, you have to look at the reward versus time.
Why get an SLA? Mostly, you want the SLA in order to get repair started in a reasonable time. Notice, I said started. The SLA for a T1 normally states a mean time to repair time of 4 hours, translated to that in most cases, the carrier will start repair efforts within 4 hours from creation of the repair ticket. That does NOT mean that it will be repaired in 4 hours - just that a tech will start looking at the problem.
As anyone with telecom experience will tell you, many times the LEC's tech will say, "It's all clear on our end. Did you check your equipment?"

A service level agreement (SLA) is a contract between a service provider (either internal or external) and the end user that defines the level of service expected from the service provider. SLAs are output-based in that their purpose is specifically to define what the customer will receive.

A service level agreement (SLA) is a contract between a service provider (either internal or external) and the end user that defines the level of service expected from the service provider. SLAs are output-based in that their purpose is specifically to define what the customer will receive.

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